Experience

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  Novartis

  Sept 2000 - Feb 2002

  Medical representative

  Responsible for the promotion of the following products: Co-Tareg®, Tareg®, Lescol®. And the launch of Lescol XL® Achievement: Increase in sales by 30% July 2000: Launch of Lescol XL® (80 mg) Was able to get a special approval from the MOH to introduce my products into the public hospitals

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  Abbott

  Jan 2003 - Jun 2004

  Product specialist

  Responsible for the promotion of Lupron® for the treatment of cancer prostate, breast cancer, endometriosis & fibroids; Lucrin® & Meridia® for I.V.F. Put in place the annual marketing budget for my area.Planning the annual doctors meetings a n promotional materials.Identifying the key opinion leaders and the gate holders of each major organizatioResponsible for the marketing and sales activiity in Giza and uper Egypt areas

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  Xceed

  Jun 2004 - Feb 2007

  Supervisor with account management responsabilities

  To set in place a new French account (CODIAM) Delivery of training to the CSR on the product & services Make interviews to the CSR & team leaders to be recruited for the new account Set in place an account of 44 CSR and 3 team leaders In coordination with the different departments made all the required settings for the new account Put the KPIs of the TL and CSRs Set in place the reporting channels internally and with the client Make sure that the account KPIs are achievedTeam Leader in Microsoft customer support center (for Europe, Middle East & Africa): Participated in the launching of the account. Responsible of the French, English & Arabic speaking countries عرض أقل

• 

  E& egypt

  Mar 2007 - Oct 2007

  Supervisor

  • Participated in the launching of Etisalat Misr call center..• Review and set agents KPIs• Make muck calls and test calls as part of a prelaunch exercise to test the call center tools and reediness• Review training material with both L & D team as well as QA team to make sure it is driving customer experience and matching Etisalat strategies • Review knowledge base content and usability • Manage team performance and set goals for the team

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  Xceed

  Oct 2007 - Jul 2011

  • Implementing strategic plan for continuous growth of the business• Making sure that all the drivers are present to achieve both the client and Xceed objectives• Make sure that the account KPIs are achieved• Responsible of the account P&L• Make sure that the employees are involved in a development plan and that we have in place motivational plan• Make sure that we have the adequate staff to deliver effective results • Negotiate new expansion plan with the client• Act as a link between the client and Xceed• Work with the different team to optimize the work عرض أقل Launching Xceed Morocco Call Center Successfully put in place and launch Morocco operation for customer service for 2 accounts Making sure that the processes are well understood and followed to reach the highest productivity Coordinate between Egypt and Morocco Negotiated with the client and maintain strategic business relation Review P & L Negotiated with governmental professional training entities to enable Xceed to get the best outcome Hiring of TL & SPV in addition to agents Making sure that the equipments and software is fully functional and tested Training new comers and put them on right track to implement the highest customer service standards. عرض أقل

  • Service Delivery Operation Manager for Cisco

    Oct 2010 - Jul 2011

  • Call Center Manager

    Jan 2009 - Oct 2010

  • Call Center Manager

    Oct 2007 - Dec 2008
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  Expedia group

  Aug 2011 - Nov 2017

  • • Expanded Expedia LoB from 4 to 13 LoBs (Line of Business), covering; Canada, France,, and improved the overall conversion rate from 22% to reach 47%.• Worked on optimizing the processes in order to decrease the cost along with improving both customer experience and sales.• Managed Customer Service & Sales Operations for all Expedia Inc brands in Canada (600+ agents and team managers) www.expediainc.com in both languages French & English.• Led the executed key initiatives as agreed with core operations & project team.• Ensure vendors are performance managed to consistently achieve SLAs (Service level Agreement) & KPIs.• Analyzed daily, all reports/data pertaining to customer service/satisfaction performance and to sales/revenue performance and identify non-favorable performance areas assigning remediation plans and follow up from support centers as appropriate.• Ensured communication with the core operations team and keep them informed regularly on operational performance and customer/agent feedback. عرض أقل • in charge of Managing Customer Service & Sales Operations for all Expedia Inc brands in Canada ( 600+ agents and team managers ) www.expediainc.com/• Ensure delivery of contracted and agreed to SLAs & KPIs• Execute on key initiatives as agreed with core operations & project team• Ensure vendors are performance managed to consistently achieve SLAs & KPIs• Analyse daily, all reports/data pertaining to customer service/satisfaction performance and to sales/revenue performance and identify non-favourable performance areas assigning remediation plans and follow up from support centers as appropriate• Ensure communication with the core operations team and keep them informed regularly on operational performance and customer/agent feedback• Work closely with our partner to provide support in the different action plans when needed.• Successfully launched a new LOB for Expedia Canada• Responsible to overview, follow-up Expedia business with our partner, making sure that all targets and objectives are delivered.• Make scheduled reviews with our partner to follow on Expedia business & operation progress.• Make sure that Expedia policies & procedure are implemented in our partner call centre.• Discuss future expansions and business. عرض أقل

  • Senior Service Delivery Manager

    Feb 2014 - Nov 2017

  • Service Delivery Manager

    Aug 2011 - Jan 2014
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  Tourto - attar travel

  Jan 2018 - May 2019

  Operation and customer service director

  • • Developed the company’s business plan for profitability, and all the requirements related to growth opportunities, marketing strategies, business operations and recruitment process.• Designed the company's financial plan with a special focus to the call center's operational and technical requirements.• Initiated the creation of the company's website as well as the mobile app to optimize the company's digital transformation to boost market competitiveness.• Worked closely with the marketing team to create both the Corporate Identity (CI), User Experience (UX) and User Interface (UI).• Worked with the HR to put in place the recruitment criteria as well as employees KPIs.• Worked closely with the company’s board to put in place the strategic company plan, development processes and work flows. عرض أقل

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  London international patient services (lips)

  Sept 2019 - Mar 2020

  Service manager

  • • Led Cairo Office for LIPS Egypt, liaise between both Cairo & UK offices.• Business development and expansion of the business in Egypt, while managing operational budget, and audit with the finance team.• Reviewed and improve Cairo office infrastructure (networking & BCP).• Managed vendors and suppliers to reach the best deals that served our business.• Managed the business forecast, budget and planning with the adequate actions to optimize the cash flow.• Created internal organization's business policies and worked closely with the HR to set the training and career pathway along with adjusting the salary scale, and creating an assessment center for employee’s promotion.Employees Managemento Worked closely with the HR to set the training and career pathway along with salary scale adjustment and building assessment model for employee’s promotion.o Setting up motivational activities.Crisis Managemento Backup system for the network & electricity.o Business continuity plan. عرض أقل

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  Transcom

  Jan 2021 - Apr 2021

  Client service manager

  • Business owner (strategic) covering: commercial, contractual aspects with our client• Driving performance and developing partnership with our client • Driving performance, and managing Tunis account team• Driving operational excellence & profitability• Improve P & L through motivation, acquiring new business / growing the current one

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  Zyda

  Apr 2021 - Aug 2022

  Vice president of customer support

  • • Defined and implemented efficient processes, standards and guidelines for a customer-oriented service onsite, supporting Kuwait, KSA, Egypt. • Initiated and built Zyda Echo system (B2C model of Zyda), and revamped the B2B support system.• Successfully put in place strategies, managed and approved operations annual budget and quarterly forecasts to optimize quality and cost.• Collaborated with different stakeholders to improve CSAT, UX & NPS while improving/adding new features to our products, which improved CSAT by 10%.• Worked closely with the Product, Engineering, Marketing & Sales teams to improve the customer facing features, and turn customers’ feedback into reality.• Created internal and external escalation matrix and SLAs, that improved response time from 35 days to 48 hours. • Built focus groups, while monitoring closely the customers' feedback, running data analysis for (intercom, QA, calls, surveys), building QA department, set QA target, defining roles and JD for each position. عرض أقل